Frequently Asked Questions

Common questions, Easy Answers

Service Questions

Pick-up times vary depending on your property’s schedule. Generally, services are provided in the morning and afternoon, between 9 AM and 4 PM. Check with your property manager or our service agreement for specific times.

What types of trash are accepted?

We collect standard household waste, with each bag limited to 20 lbs to prevent tearing. Hazardous materials, liquids, e-waste, and large bulky items are not included in our regular valet service. However, residents can request a separate pickup for bulky items and appliances.

How do I prepare my trash for pick-up?

Residents should place trash in a securely tied bag inside the provided container, and all cardboard boxes must be broken down and flattened. Cardboard should be placed beside or behind the trash bin. Please make sure the bin lid is closed when possible, and place your provided container outside your unit before 9 AM on scheduled pickup days.

What if I miss the pick-up time?

If you miss the pick-up time, you will need to wait until the next scheduled service. Please do not leave trash outside overnight or outside of scheduled pick-up times to maintain property cleanliness.

What if I have multiple bags?

We allow up to two trash bags per pick-up day. If you have more than one, please place the first bag inside the bin. Second bags are to be placed on top of the first bag in the provided bin.

Service Issues

What should I do if my trash was not collected?

If a pickup is missed, please contact our customer service team immediately. We will verify if the trash was placed outside at the correct time and properly prepared. If the issue is on our end, we will schedule a makeup pickup as soon as possible.

What if there’s a holiday?

Service may be adjusted during holidays. In these cases, we will notify residents in advance of any changes to the regular schedule.

How do I report a problem or provide feedback?

You can report problems or provide feedback by contacting our customer service through email or our website. We value your input and strive to improve our services continuously.

What kind of customer support do you provide if issues arise?

All customer concerns are handled by our dedicated team and escalated to our owner for direct resolution. We respond within 24 hours to ensure quality service.

Billing and Payments

How is the service billed?

Billing is typically included in your monthly rent or HOA fees, depending on your property’s arrangement with our service. For individual billing inquiries, please contact your property manager.

Are there any additional fees?

Generally, there are no additional fees beyond the standard service charge. However, fees may apply for special requests or non-compliance with service guidelines.

Miscellaneous Questions

Can I schedule an extra pick-up?

Extra pick-ups can be arranged for an additional fee. Please contact our customer service to schedule an extra pick-up and for pricing details.

What happens if there is bad weather?

In cases of severe weather, services may be delayed or rescheduled for safety reasons. We will notify residents of any changes to the schedule as soon as possible.

How can I cancel or change my service?

To cancel or change your service, please contact your property manager or our customer service team. Note that changes may be subject to the terms of your service agreement.

Can junk removal be requested?

Yes, we also offer junk removal as an additional service. Please provide us with at least 48 hours’ notice before scheduling a junk pickup.

Is there a weight limit on the trash?

Yes, there is a 20 lb. limit to prevent possible tearing.

How do you ensure residents follow the trash disposal guidelines?

We provide clear instructions on trash disposal guidelines to maintain service efficiency and cleanliness. Any non-compliance may result in additional fees.